Non-profit Healthcare Organization Entrusts ITC With Oracle Database Upgrade
Challenge
- Lack of transparency, clarity, and communication from the prior vendor resulted in frustration between the customer and the vendor fracturing the relationship, far more money and time spent on an upgrade that was not completed, and dissatisfaction from within the business.
- Estimates to complete the upgrade could not deviate from the quote.
Solution
- Leveraging our proven track record of successful database upgrades, ITC revised its standard runbook for the customer’s unique needs. ITC took complete ownership of the upgrade process, establishing regular working sessions with the IT and business users and addressing its own work 24x7 through production completion.
- ITC collaborated with onsite and offshore teams to execute recommendations after thorough instance validations and accommodated client requests and changes seamlessly. This upgrade work was managed in parallel with the takeover of managed services to ensure the needs of the business were being met continuously.
- The upgrade project was completed ahead of schedule and with minimal disruption to the user community.
Results
- Successful Oracle 19c database upgrade within budget and ahead of schedule resulting in improvements in performance, security, and stability.
- Improved user satisfaction with the IT department as a result of the service improvements coming from the partnership with ITC.
- Long-term managed services agreement was forged resulting in additional enhancements to the customer environment utilizing native services with ITC’s expert support personnel.